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Advantage Smartcard Project
Outline
• The RBWM Smartcard Philosophy • The Vision• The Pilot• Why? Who? When? How? • Business Case• Outcomes!• Summary
Our philosophy
• Know where it fits in our IS Strategy • Maximise the customer experience• Enhance sales and marketing information• Build on the existing Advantage brand• Trial the introduction of a smart card
combining Leisure, Library and Car Parks• Introduce Smart Cards to all Council
issued cards by 2007 – if substantiated by the Business Case
The vision - 2007
Leisure
Bus passes
School meals
Libraries
Arts centres
Access control
Taxi tokens
Staff pass
Windsor Castle
Car Parks
Pilot – Windsor spring 2004
Leisure Libraries
Arts centres
Car Parks
Middle Ware
Why?
Why?
• Existing single application card products– leisure, library, car parks
• Customer expectations – locally issued, quick turn around
• Card base/usage– Capture of data in all transactions,
(Flash & Go)• Successful Advantage brand
– Regular magazine, Special Offers, 100+ co-promoters
The customer benefits for a multi application card
Long Term Added Value
One card for multiple
services
Tailored communication
Greatersocial
inclusion
Faster, easier access
The service benefits from a multi application card
Lower Overall Unit Costs
at full Roll Out
Less scope for fraud
Single card issuing
and operation
Richer customer
data
Marketing & communication
tools
Who?
The pilot area
Windsor LeisureCentre Users
All Parking throughout Maidenhead & Windsor
Windsor Main Library Users
Pilot
New users
Selecting the cardholders
In Gladstone In Dynix
Frequent users of Windsor
Leisure Centre
Residents in Windsor
Frequent users of Windsor main Library
Car park Users
Frequent Advantage card users
Additional criteria if
insufficient generated
Matched cardholder set
When?
Time plan
Smart Card ProjectConsultationResearch and developmentPlan pilot
Technical SolutionSoftware ConfigurationHardware installationTest
Pilot - WindsorSelect cardholdersMarketingGo-live – Leisure, Parking, Libraries
Evaluation
2002 2003 2004 2005Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3
Roll-out other services based on business caseBenefitsEducationLegoland
E-purseSchool meals-Loyalty
TransportAccess control
How?
The partners
Technical architecture
RBWMAdminUser
ParkingMeter
CardholderDatabase
BizTalk & MultiVue
LibraryServer
Leisure Server
ParkingServer
LibraryPC
Leisure CentrePC
EPOSTerminal
RBWMHelpdesk
User
Internet
Card Issuing Set up
Card Issuing & Payment Terminal
GemPlus ContactReader
(Parking Verification)
Barcode Reader(Card Reading)
Touch Screen
Gladstone ContactlessReader
(Card Issuing & Reading)
Camera
Receipt PrinterCash Drawer
Card Printer
USB
USB
USB / Serial
Parallel
Parallel
RJ11
Serial
Serial
Local card production
Gladstone Cardholder DBMultiVueCardPerson
1: Enter Cardholder details
2: Lookup citizen
4: APACS#
Card Printer
3: Citizen details
5: Update expiry date
6: Print card
7: Update citizen record
8: Update cardholder record
Assumes all cards are pre-APACS'dExpiry date set to historical date sounusable until personalised
Dynix
9: Create / Update Record
(Issuing a one off card whilst the customer waits)
Citizen Data Process
Integration HubBTS/SQL
Upstream
Downstream
MultiVue
In
LeisureLibrary
Channel Port
Channel Port
ChannelPortLeisure Adpt
ChannelPortLibrary Adpt
LeisureAdpt
Library Adpt
Out In Out
Upstream MSMQto
Multiview
Dow nstream MSMQ
Upstream MSMQsfrom
Applications
Channel PortCAMS Adpt
ChannelPortCAMS Adpt
In
CardHolderDataba
se
Out
Citizen DB
Using a card in the Leisure Centre
Card Gladstone Reports DB
1: APACS #
3: Usage data
2: Check hotlist
Using a card in the Library
Card Dynix Reports DB
1: APACS # / Expiry date
4: Usage data
2: Check hotlist
Library App
3: APACS #
Using a card in the Car ParkCard Accent Reports DB
6: APACS # / Error code
7: Check hotlist
4: Date / Time
Metric Server
14: Usage data
15: Usage Data
5:Validate
9: Confirmation
11: Confirmation Response
10: Store date / time
13: Log transaction
Customer
1: Insert card
12: Issue ticket
8: Choose & Pay
2: Select Applet
3: Acknowledgement
Using a card in the Arts Centres
Advantage Card PC Application
1 : Read
3 : Validate & store
Barcode Card
9 : Scan
10 : Store
POST App
2 : Send
4 : Text to Display
6 : Request Details
7 : Text to Display
11 : Text to Display
12 : Display Text
8 : Display Text
5 : Display Text
Transaction Process
Integration Hub
BTS/SQL
Upstream
Downstream
Card HolderDatabase
In
Carpark
LeisureLibrary
Channel Port
Channel Port
Channel Port
ChannelPortCar Park AIC
ChannelPortLeisure AIC
ChannelPortLibrary AIC
Car ParkAdpt
LeisureAdpt
Library Adpt
Out In Out In Out
Upstream MSMQsfrom
Applications
CHDInterface
CHDInterface
Data Flow process - Summary
Library PC
Dynix Server
Leisure PC
Gladstone Server Metric Server
Accent P&D Machine
Card Reader x2 Card Reader x2 Card Reader
GSM
MultiVue
BizTalk Integration Hub
Cardholder Database
Library App
Telnet
Citrix
Patron
Txn
Member Txn Txn
Card Txn
Citizen
WAN
P&D App
WAN
1
1,3,9
2
2,4,10
3,6,13
4,8 7 8
5,6,7,10,13
8,9
HotList
HotList
HotList
HotList
HotList
5 8
Txn
7 8
Version eNick Smith
24/11/03
CardPrinter
Citrix
CardPrinter
RBWM User
11
Verify App
Verify App
RBWMHelpdesk User
Mgt
App
12
BT Parking applet on card
Card
Business Case
Business CaseCase 1
The Citizen Card
A natural progression building directly on the popularity and value of the current Advantage card. Offers fastest potential for take up and returns. Includes provision for non-resident workers. Meets ODPM Required Outcomes (leisure and libraries) **
Case 2
The Visitor Card (*)
Secondary natural progression from “blue” Advantage Card. Designed to attract leisure/shopping visitors to the Borough and includes option for Tourists (see note below). Allows level of “resource management”Meets ODPM Required Outcomes (leisure and libraries) **
Case 3
The School Card
Offers social inclusion, administrative, convenience and security benefits. Experience elsewhere demonstrates success
Case 4
The Staff Card
Offers significant potential administrative costs savings and increased security benefits. Can provide employee benefits for staff retention
Case 5
The Care Card
Offers significant administrative and security benefits for carers, borough admin staff and recipients of care
Business Case - Stake Holder MapRegional Economy
Borough Economy
Other Public Services• Education• Health• Police• eGovernment• Voluntary agencies
LocalBusiness
LocalResidents
VisitorsTourists
Non-LocalResidents
Non-LocalBusiness
Council Mgt
Citizen /SMErelationshipmanagement
System/schememanagement
Other Councils
Council Services
Citizen Card – Business Case Dynamics
Citizen Value
Council administationcost savings
Marketing value fromdata
Sale of data
Charges for cards
Rationalisation ofservice admin
Entitlements
e-governmentservices
Scheme costs
Loyalty
Transport
e-purse
Number of cards
Scheme Marketing
Schools - Business Case Dynamics
Schooladministrative
costs
Inclusivity andprotection
Cash handling
Registration andControl of Resources
Charges to parents
Parental control
Council serviceintegration
Costs to parents
Savings to parents
Visitor/Tourist Card – Business Case Dynamics
Tourist revenues inBorough
Reduction in touristaggravation to citizens
Tourist spend Cost of scheme
Scarce resourcemanagementTransport
e-purse Number of touristsMarketing
Calibre of tourists
Advance ticketing toattractions
+
Care Card – Business Case Dynamics
Cost of Care Provision
Cost of TransportProvision
Hourly chargesfor care
Paperwork and rekeying
Subsidy perjourney
Number of clients
Number of clientcardholders
Number of providercardholders
Number offraudulent claims
Outcomes
Outcomes
• Existing card products - leisure, library, car parks
The multi- application JCOP30 smartcard 100% functionality in pilot areas
• Customer Expectations - locally issued, quick turn around
Locally processed and issued Turn around time has increased from
previous 2 minute average to 5 minutes.Customer and Staff impacts
Outcomes
• Card base/usage - Capture of data in all transactions, (Flash &
Go)Achieved in all base systems95% achieved in integrated pilot system
• Business Case
– Justification for wider roll outComprehensive Business Case produced Investment path unjustified within current
prioritiesLonger Term case stands up, unified outcomes
Outcomes
• Integrated Systems
Middleware solution creates single view of citizen
Business Rules are established for modified processes
Complex integration project benefited from conference call solution sessions.
Lessons learnt being applied across next phase of integration projects using Multiview software solution.
In summary
Achievements
• Met the objectives of the pilot programme
• Spent time strategic planning • Integrated Middleware solution• Business Case to justify next steps
………….the Smartcard remains a tool in integrating services through the customer ID.
From here…
Leisure Libraries
Arts centres
Car Parks
Middle Ware
… to here
Leisure
Bus passes
School mealsLibraries
Arts centres
Access control
Taxi tokens
Staff pass
Windsor Castle
Car Parks
Thank you!